{"id":2228745,"url":"https://alion.io/job/tns-helpdesk-support-specialist-2","title":"Helpdesk Support Specialist","company":{"id":1766333,"name":"TNS","domain":"tnsi.com","url":"https://alion.io/company/tnsi","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":14,"ghost_share":0,"stale_share":0.643,"repost_share":0,"time_to_fill_p50_days":53,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-01T00:00:00Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-15T18:57:00Z","board_verified":true,"closed_at":null,"days_open":45,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":45},"description":"An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.Come join the excellence!\nOverview\nTNS (Transaction Network Services) is looking for a motivated and customer-oriented Helpdesk Support Specialist.You will be part of a support team providing first line support across the TNS Accept, Connect and Orchestrate product portfolios. In simple terms, that means being part of the team supporting our global capabilities for the acceptance of Payments (unattended, online or in-store) and connecting the device to securely process the transaction.\nKey responsibilities of this role will include working a 24 x 7 shift rotation providing a customer point of contact for general enquires, service requests or incident support. Executing documented processes to provide first line requests or fixes and engaging other support teams for more complex issues or where further support is required.\nResponsibilities\nJob Description:\n24x7 shift rotation covering all weekends and public holidays.\nSupport Service Operations BAU / daily activities.\nService monitoring, logging of incident tickets and / or service requests and troubleshooting across TNS Accept, Connect and Orchestrate products\nResponsible for performing daily checks on TNS’s technology platforms, reporting on outcomes and escalating issues. \nWorking all assigned tickets through to resolution, whilst providing timely escalation, communication, and updates through the lifecycle of the incident ticket. \nWorking closely with internal technical support groups and 3rd party organizations in support of any given service incident. \nMaintain high level of verbal and written communication with customers, partners and internal stakeholders.\nSupport post-incident impact analysis / support activities. \nSupport of change management activities.\nImplementation and adherence to documented policies and procedures.\nDeliver against customer facing SLA’s and internal OLA’s.\nAd hoc tasks as required. \nQualifications\nRequirements:\nPrevious experience working in a 24/7 Operations Service Desk / technical support role. \nExperience with a ticketing system for fault tracking, for example Remedy or Salesforce. \nProfessional working attitude with a strong ability to communicate effectively with local and remote team members and clients.\nAbility to Query SQL databases.\nAnalytical approach to fault-finding with proven ability to follow processes, diagnose application and environmental problems. \nTenacious and inquisitive in investigating and applying corrective action. \nGood personal organizational and developed time management skills. \nAbility to work under pressure, individually and as part of a team \nGood personal organization skills.\nFlexible approach to work and willing to work as part of a global team.\nExperience working directly with customers.\nSelf-starter with a drive to develop own skills and knowledge.\nLife-long learner with desire to attend regular training sessions and develop.\nIdeally you will also possess the following but not essential:\nExperience in the Payments industry.\nITIL certified.\nWorking knowledge of monitoring / event management systems, for example SolarWinds, Splunk, Thousand Eyes. \nUnderstanding of basic IT and & Network principles.\nIf you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!\nTNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.","description_format":"text","description_chars":3721,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Managed Network Services"],"lifecycle":[{"event":"open","at":"2026-10-10T17:45:04Z"}],"visa":[],"liveness":{"score":40,"band":"fade","label":"Fading","p_open":1,"p_active":0.531,"p_room":0.75,"age_days":44,"expected_fill_days":53,"reasons":["conf:13","stale_co","velocity","win:late"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/tns-helpdesk-support-specialist-2","json_url":"https://alion.io/job/tns-helpdesk-support-specialist-2.json","meta":{"generated_at":"2026-10-16T05:20:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2596,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1766333},"rest":"https://alion.io/mcp/rest/get_company?id=1766333"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftns-helpdesk-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftns-helpdesk-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftns-helpdesk-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tns-helpdesk-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftns-helpdesk-support-specialist-2"}]}